Case Study: Booking.com achieves faster, smarter employee service with ServiceNow AI Agents

Booking.com routes 97% of tickets correctly with ServiceNow

Booking.com, a major travel company, faced an internal challenge where its employees had to navigate complex organizational charts to get help, leading to misrouted requests and inefficiencies across HR, IT, Legal, and Finance departments. To create a seamless and connected workplace experience, the company turned to ServiceNow to build a unified platform.

ServiceNow implemented its platform, including products like HR Service Delivery and IT Service Management, to serve as Booking.com's connective tissue. The solution featured AI Agents that automatically classified and routed tickets with 97% accuracy and performed quality assurance, resulting in a 33% reduction in resolution time and saving thousands of employee hours each month.

Booking.com